What changed
Genesys Cloud now supports WhatsApp Business-Scoped User IDs (BSUIDs) and usernames for identity resolution and contact management as Meta moves from phone-number-based identification to username-based experiences. Agents see customer usernames in the profile panel and interaction history. Administrators can also onboard WhatsApp Business Accounts and phone numbers with Meta's Embedded Signup v4, which Genesys says keeps new onboarding supported following Meta's deprecation of Embedded Signup v2.
Vendor documentation (opens in a new tab)Why it matters
Any customer matching, CRM lookup or bot logic that assumes a WhatsApp phone number will degrade as customers adopt usernames. Contact stitching should be reviewed now, while phone numbers still cover most conversations.
CxCave practical context
Who should care
- CX architects
- Integration developers
- Digital channel administrators
Implementation considerations
PLANNING RECOMMENDEDFind flows, data actions and CRM integrations that key on the WhatsApp phone number, plan how they will use BSUIDs or usernames, and use Embedded Signup v4 for any new WhatsApp numbers.
CxCave recommendation, not a vendor mandate unless explicitly stated.